1.Monitors ticket updates
Integrate Freshservice and ticketing tools to detect updated tickets and capture the source ticket details.
Update external helpdesk ticket from service tickets
Automatically monitor Freshservice ticket updates across Freshservice and ConnectWise Manage. Create and update when tickets match a configured group or open status—so you can create PSA tickets, update helpdesk records, and store ticket references without manual reconciliation.
How this automation creates PSA tickets from updated helpdesk tickets
When updated helpdesk tickets need a matching external PSA record, delays cause slower triage and mismatched context. This automation captures Freshservice updates, filters and delays creation, then creates an external PSA ticket and updates the original ticket with the PSA reference—so your team can move faster.
Freshserviceor swap with your favorite app
2.Filters for qualifying tickets
Integrate Filter by Zapier and workflow rules to continue only for matching group and open status tickets.
Filter by Zapieror swap with your favorite app
3.Delays before PSA creation
Integrate Delay by Zapier and workflow timing tools to wait 1 minute to reduce duplicate PSA creation.
Delay by Zapieror swap with your favorite app
4.Creates PSA ticket
Integrate ConnectWise Manage and ticketing mapping tools to create an external PSA ticket from the source details.
ConnectWise Manageor swap with your favorite app
5.Updates helpdesk ticket
Integrate Freshservice and ticket notes tools to patch status and add the PSA ticket reference to the original record.
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Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
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Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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